Ghana Revenue Authority Recruitment

Ongoing Ghana Revenue Authority ( GRA ) Recruitment Application Procedures. The Ghana Revenue Authority is currently embarking on structural and operational transformation with the view to maximizing revenue. The Ghana Revenue Authority (GRA) is a semi-autonomous public institution established by law to replace the Customs, Excise and Preventive Service (CEPS), Internal Revenue Service (IRS), Value Added Tax Service (VATS) and the Revenue Agencies Governing Board Secretariat (RAGB) for the administration of taxes and custom duties in Ghana. The GRA represents a change in identity for the revenue agencies such as thee CEPS, IRS and VATS. The merger of the three revenue agencies into an integrated and modernized revenue authority is part of a worldwide trend in which separate revenue agencies are brought together to achieve efficiency and effectiveness as a government institution. The Ghana Revenue Authority (GRA) is charged with the task of collecting and accounting for tax revenue for government. The GRA ensures maximum compliance with relevant laws in order to ensure a sustainable revenue stream for government.

Applications are officially invited from qualified applicants for the Ghana Revenue Authority (GRA) recruitment. Interested applicant(s) are to follow the details, requirements and application procedures on stated to secure this opportunity.

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Company: Ghana Revenue Authority.Location: Ghana
State: Accra
Job type: Full-Time

Recruitment Of Head Of Customer Service Transformation At Ghana Revenue Authority (GRA)

This is a strategic role, reporting to Commissioner General, and will interface with other key roles across divisions of GRA. The post holder will provide leadership and direction towards development and execution of customer experience strategy and transformation to achieve excellence in customer experience delivery. The role will interface significantly with other functions of GRA and strategic priority areas such as technology and people. Specifically, you will be responsible for driving and delivering streamlined and superior customer (taxpayer) experience initiatives. A successful candidate will be I accountable for developing customer experience initiatives and mechanisms for monitoring and evaluating same across divisions for both internal and external customer experience.

Imperatives for the role

• Strategic and leadership capability for customer experience transformation
• Execution focused and a flair for stakeholder management across divisions
• Appetite for innovation, responsiveness to customer needs and strong understanding of business case and impact of customer experience
• Ability to drive digital and data analytics initiatives to deliver convenience for customers and achieve operational efficiency Passion for people and ability to drive cultural change and service mind-shift

Job Responsibilities

• Lead the execution of customer experience transformation strategy of GRA and develop innovative approaches to research, collaboration, and customer satisfaction measurement
• Lead the implementation of customer experience as defined in GRA’s strategy
• Advise the leadership (commissioners) on strategic customer experience initiatives and emerging issues to enable customer-centric strategic decision and critical issues response
• Assist in developing customer journey mapping and journey prioritisation, segmentation and persona development to drive customer experience transformation initiatives
• Develop and implement customer service charter and service promise (GRA customer experience proposition) and communicate same across GRA for buy-in
• Liaise with departments and conduct taxpayer (customer) service needs assessment, service gaps and current service failures to inform specific customer service initiatives and improvements for the delivery of the GRA customer service strategy
• Establish customer service satisfaction measurement systems and quality standards across the GRA and develop appropnate systems to monitor and report on the trends in service delivery
• Define customer service standards and key performance indicators (KPIs) for divisions and departments across GRA (including front, middle and back office staff
• Conduct and report, on regular basis, external customer experience surveys and internal customer feedback for management actions Ensure that taxpayer support activities deliver measurable and significant value for the GRA and meet customer satisfaction standardsincluding service turnaround times (TAT)
• Support the implementation of digital and technology (electronic and digital platforms) for digital customer experience delivery to ensure efficiency and convenience for internal and external customers of the GRA
•  Implement and track service standards and expected outcomes resolutions including agreed uptime measurement, complaint and dispute
• Design, develop and implement recognition and reward programmes to incentivise and motivate staff to achieve the service delivery vision Provide support to the Achievement of Tax Administration Assessment Diagnostic Tool (TADAT) acceptable scores
• Build and strengthen partnerships with key stakeholders including engaging with other MDAs to determine options for cross-area administrative simplification and consistency
• Develop reporting systems to provide regular updates to management and relevant staff on critical customer service and related issues Coordinate all key issues that impact GRA customer experience delivery
• Assist with set up of customer service centre based on business case

Qualifications and Technical Experience

• Master’s degree or its equivalent in Business Administration, Public Relations, Project Management or related field of study.
• Proven experience in leading customer experience transformation projects in either public or private sector
• Proven experience in driving change/reforms and driving performance across different functions at leadership level
• 8-12 years+ full-time experience providing leadership to staff engaged full-time in one of the following areas:
  • providing tax information and interpretation to the public
  • managing a customer experience transformation projects and operations in either the public or private sector

Essential Skills

• Passion for excellence in customer experience delivery and understanding of how that impacts revenues and bottom-line
• Excellent communication skills in order to effectively communicate with customers and convey accurate and high-quality feedback to the GRA that will facilitate the formulation of effective approaches and strategies Strong leadership skill, with the ability to inspire and motivate others to ensure a transition to a customer-oriented organisation
• Problem solving and creative thinking. to be able to come up with new ideas to improve customer service standards
• Strong multi-stakeholder management skills including experience of building relationships with senior government officials
• Organisational and planning skills to develop customer service policies Ability to achieve impact and coordinate competing views
• Flexibility to adjust priorities in response to changing circumstances Change project implementation
• Desirable skills
• Customer centric-focus
• Experience of leading a reform programme, project or change management.
• Developing Direct Reports and Others
• Customer service research and analytical techniques

Application Procedures: How To Apply

1. Interested and qualified applicants are to apply by sending your cover letter and CV to the following email address: info.hr@gra.gov.gh
2. State the job title as the subject of your email

Application Deadline

The Application deadline is Monday, 11th May.

PREVIOUS VACANCIES

1. Head of Risk Management Recruitment at Ghana Revenue Authority

The Ghana Revenue Authority (GRA) seeks experienced and performance-oriented individuals for the position of Head of Risk Management.

Job Purpose

1. To provide technical and administrative leadership in the risk management functions for the achievement of the objectives of the authority

Responsibilities

1. Provide input for the formulation and review of policies relating to risk management
2. Ensure the implementation, monitoring and evaluation of policies, programmes and guidelines for the unit
3. Implement the business procedures, processes and systems for efficient and effective administration and management of resources of the unit
4. Coordinate and manage the authority’s risk identification and treatment system
5. Ensure the development and continuous improvement of risk management component of the authority’s strategic corporate plan
6. Ensure the development and continous improvement of risk management policies and procedures to ensure risk mitigation
7. Oversee the development and implementation of operating procedures for risk management review
8. Oversee the development of strategies to raise risk management trending and profiling awareness
9. Collaborate with the authority’s business units and external stakeholders to establish the risk management culture within the authority
10. Supervise and appraise the performance of immediate subordinate staff
11. Ensure the preparation of annual and other periodic reports
12. Ensure the preparation of budget and work plan for the unit

Job Qualification Required And Experience

1. A minimum of a Master’s Degree from an accredited University in Statistics, Finance, Economics or other relevant fields
2. Membership of a relevant professional body will be an added advantage
3. A minimum of 3 years work experience at Senior management level in a reputable organisation.

Job Competencies:

1. Very good appreciation of business operations of tax administration
2. Good knowledge of understanding of the Public Administration system of Ghana
3. Strong knowledge of strategic and project management
4. Strong leadership, networking and monitoring skills
5. Good knowledge in financial mangement laws of Ghana
6. Strong analytical skills
7. Good negotiation and advocacy skills
8. High integrity
9. Strong communication skills
10. Good problem solving skills

Application Procedures: How To Apply For This Job

1. Interested and qualified applicants should submit CV and cover letter by scanning them to the e-mail address below: info@gra.gov.gh

Closing Date

Applications are to be submitted not later than Thursday, 18th February

2. Head of VAT Recruitment at Ghana Revenue Authority

The Ghana Revenue Authority (GRA) seeks experienced and performance-oriented individuals for the position of Head of VAT.

Job Purpose

1. To initiate, promote and ensure the implementation of initiatives that will produce a significant increase in VAT revenues

Job Responsibilities

1. Review the emerging VAT compliance strategy, and any other information available and identify likely initiatives that will lead to increased VAT revenues.
2. Pursuing non-registration for VAT (including business disaggregation to remain below the VAT registration threshold)
3. Following up on non-filers
4. Overseeing effective debt management action against non-payers
5. Establishing and implementing systematic (risk based) audit programmes
6. Ensuring effective investigation and intelligence (as well as using third party data in addition to information on imports)
7. Ensuring appeals are dealt with expeditiously
8. Curtailing leakage at the retail level through tax evasion from underclared sales (including the implementation of the EPOS system)
9. Strengthening the offices capabilities in compliance and technology solutions offering
10. Acting as central point of contact – liaising with colleagues with respect to VAT compliance
11. Proposing improvement possibilities to raise effectiveness and efficiency of the work processes
12. Working with the management and leadership team to further identify and develop revenue raising opportunities

Job Qualification Required And Experience

1. Master’s Degree or its equivalent in Finance, Economics, Taxation or related field of study
2. Membership in a relevant professional body (ACCA, ICA, CIT etc) will be an added advantage
3. A minimum of 3 years successful experience directing, planning and controlling high profile and/or technically complex projects

Job Competencies

1. Experience of working in tax administration at a strategic level and leading tax reforms
2. Provide strategic and leadership support in implementing tax reforms and associated IT solutions
3. Broad knowledge of tax administration
4. Strong VAT compliance background
5. Strong strategic thinking skills
6. A proven track record of delivering projects successfully, on time and to budget
7. Strong stakeholder management skills including experience of building relationships with senior government officials
8. Ability to achieve impact and coordinate competing views
9. Flexibility to adjust priorities in response to changing circumstances
10. Experience of leading a high-level reform programme, project or change management
11. Experience of risk management and monitoring and evaluation
12. International development experience, or experience of working in different cultural contexts
13. Experience of implementing EPOS or related VAT compliance systems

Application Procedures : How To Apply For This Job

1. Interested and qualified applicants should submit CV and cover letter by scanning them to the e-mail address below:  info@gra.gov.gh

Closing Date

Applications are to be submitted not later than Thursday, 18th February